Brango Casino - Player’s withdrawal has been delayed.

I just did a deposit and played thru and the casino took my deposit cause I didn’t win. They gave me a loyalty of 15 free spins then set a play through of 3000. Cool. I did the play thru and attached where I was at right before the play through. As soon as I went thru the play through required amount they took everything

Dear apannate22,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No they took everything away. I can’t even do a withdraw request

Thank you for your reply, apannate22. Do I understand correctly that the casino has confiscated your winnings? Has the casino specified the reason why? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There has been no communication. Again they gave me 15 free loyalty spins. Like I didn’t even get an option I had to play them. I assumed once the play through was completed of 3000 plus that I would not be able to cash out the original bonus amount but I had well over that but as soon as I completed the play through they took it all

If they don’t address this in a positive manner I’m prepared to get an attorney

I’ve actually contacted an international attorney on this

Thank you very much apannate22 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, apannate22,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note I found this rule in the casino's Terms and Conditions (available HERE):

"7.5.b. You may withdraw a minimum of $/€/AUD20 and a maximum of $/€ 50 on free spin unless stated otherwise in the promotion."

Now I would like to invite Brango Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Brango Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? Why were the player's winnings confiscated? In case there are special Terms and Conditions for this bonus offer - where can I find them? If we are talking about a breach of the casino's Bonus Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello All,

Hope you are doing well,

I have just reviewed the account and this is what I've found. The first deposit made was played out with one of our monthly promotion deposit bonuses and the day after, the customer was entitled to a loyalty bonus, the other one mentioned was one of the same series providing loyalty bonuses for regular depositors based on their depositing activity.

Now, the disputed amount of $2,249.09 was actually a result of winnings from the first set of spins received and what happenned there was the action commonly referred to as "Coupon reversal". This balance correction, depending on the maximum cashout set for the coupon, will reduce the balance to the maximum cashout for the said coupon.

The particular coupon had a maximum cashout of 20$ and the balance was downed to exactly that amount. Unfortunately, the user proceeded to play out the 20$ actually withdrawable and was left with no withdrawable balance.

The second coupon after was another one of the same series reserved for the same deposit(since that was the only deposit made) and both the amount of spins and the coupon parameters remained the same.

I hope the review is precise enough to explain the series of events that occurred and I sincerely hope that future gamplay will grant the player even better wins on either clean deposits, no max cashout bonuses or bonuses with much higher max cashout settings.

Best Regards,

Mikey

Casino Brango Management

Thank you for your detailed explanation. Now it is clearer.

Where could I find the special rule about maximum cashout, valid for the mentioned bonus, please? How are players informed about these specific Terms and Conditions?

have you all lost your mind? You are aware that I have contacted an attorney and we are giving a chance to make it right. Not once on all the deposits I’ve made have I won anything and then suddenly on free spins of 15 free spins that I won over 2,000 after the required play through? I even did a test deposit today to see how the casino would behave and sure enough same nonsense no where close to meeting the wagering bet.

Also just to be clear you all are messaging the same way and one would access you’re the same person acting as though different.

Hello all,

Hope that you are well,

There are a couple of ways to receive information on the terms of a particular coupon. Most of the coupons promoted on our website and through emails have the terms of the coupons both on the website and in the emails as well.

As for loyalty rewards, since it is an automated process for all, except the highest class players, the email is generic and the bonuses are not public on the website. However, the player may either inquire about the terms with our 24/7 live chat support team or go to their account cashier, navigate to the promotions tab and see the coupon terms and restrictions by clicking on the active coupon option. If none of the above-mentioned solutions is utilized, the terms and conditions offer a term that excludes withdrawing less than 20$ and more than 50$ from a free spin coupon unless otherwise specified.

As already stated, and to comment on the player's statement, it really is a result of pure chance to win big and the license we are operating under is there to guarantee fair-play regulations. Winning big on low max cashout free bonuses will always be an unfortunate circumstance, and that is why a certain player base chooses to play only certain bonuses, depending on the terms, and their deposits with or without deposit bonuses, again, depending on the terms.

I hope you will give us a chance to change your opinion for the better because I am certain our program is generous enough to do so.

Kind Regards,

Mikey

Casino Brango Management

As stated this casino is operating on falsifying winnings. Never one a single time making deposit and the one time I do they take Over 2,000 and they are trying to justify something that if they want to continue justifying that’s fine, however I will have my attorney file a claim then

Dear apannate22,

You mentioned that you did a test deposit a few days ago.

Assuming you have access to your casino account with all its features, do you please have access to your transaction history and activated bonuses (with their Terms and Conditions) and a complete gameplay history in your casino account?

I’m out jogging when I get home I’ll include what you’re requesting. The casino doesn’t give an option when navigating on my smartphone

Here is the screenshot to this. Casino Brango claims you don’t have to play the loyalty bonus but I never requested it. What they do is add it to your account and will not allow you to cancel it. You have no choice but to play it. I’ve also included screenshots of the other times I’ve loaded funds and never won what so ever. I did one time cash out my one upload before they ended up taking it all.

I’ve only won one time and that was the forced loyalty bonus they add and will not allow another game to be played while you have it on there and will not allow to cancel the bonus. If there are bonus terms and conditions I have no idea what they are cause I didn’t request the bonus they added it and when they do that the site does not allow you to see the terms and conditions of the bonus like it would if you entered a promo or bonus code.

I just uploaded the recent but can and will upload all months if needed cause i downloaded them

Yes, apannate22. It would be great to have the complete transaction history from your casino account and also with all used bonuses. In addition, I would like to see a complete gameplay history, with clearly visible balance and dates/times of bets.

Could you please send me the requested data? To simplify it, you can use my email address (branislav.b@casino.guru).

This casino does not offer that in transaction history only loads. Let me email a manager to see if I can get that.

Yes, of course, apannate22. Please let me know if this is possible. I will wait for your news.

However, please note that you would be entitled to a maximum of $50 since you played with free spins. You accepted the casino's Terms and Conditions upon registration. Only one question remained here - if you really lost the mentioned $20 that was left in your casino account after your winnings correction according to the casino rules. Unfortunately, I am not able to verify the casino's statement regarding the decreased maximum cashout limit for this specific bonus offer.

They did not provide what I needed. I uploaded there response as well as mine.

This was their response

Thank you for the update, apannate22.

Dear Brango Casino Team,

Can you please provide me with the previously requested data from the player's casino account? The player does not have access to them.

"It would be great to have the complete transaction history from your casino account and also with all used bonuses. In addition, I would like to see a complete gameplay history, with clearly visible balance and dates/times of bets."

Hello All,

Hope you are doing well.

Of course, it is possible to receive a full ledger report on each and every action the player made, but due to possibility of too much data being contained within a certain period, the export is limited to a 15 days time span.

Branislav, would you please provide the email to cc in order for the reports to be sent? We would like the email exchange to include both the Casino Guru moderator and the player. Two 15 days time spans will encompass whole player activities a month back, thus including the disputed activities the complaint is based on. The reports will contain every single action made, whether you are looking for deposits, withdrawals, bets, coupon redemptions and attempted coupons as well.

As soon as we have the moderator recepient email, we will move on to provide the promised data and allow full insight into the issue as transparently as possible.

Best Regards,

Mikey

Casino Brango Management

See this casino is not willing to be realistic. Live casinos are able to provide a win loss statement because they have nothing to hide!

I find it convenient the casino can’t and is unwilling to show my whole transactions because I have definitely come out of pocket and this casino has made sure I consistently lost every time I’ve played vs giving me 2,300 from a forced bonus just to take it away

hello

Greetings all,

I am sorry for the delayed reply.

Dear Brango Casino Team,

My email address was already mentioned in this thread at least twice. Please, feel free to send me the required data here - "branislav.b@casino.guru".

Looking forward to hearing from you soon.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello!

Sincerest apologies for the delay, it happened due to miscommunication on our end as mentioned in the email containing the promised reports.

Please review the reports I provided and let me know if there's anything else we can do to help in resolving the complaint.

Kind Regards,

Mikey

Casino Brango Management

Dear apannate22,

I was provided with sufficient evidence supporting the casino's decision. After gathering all the necessary information, we are closing this complaint as unjustified. The winnings were obtained from free spins, and according to the casino's rules (and automatic system correction), you were allowed to withdraw a maximum of $20 from this bonus. Moreover, when this amount was converted to your withdrawable balance, these funds were lost by playing in the casino. Unfortunately, you are not entitled to withdraw disputed winnings.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Mikey and Brango Casino Team, for providing the data and for your cooperation.

Best regards,

Branislav, Casino.Guru